technical support

at Y Media Labs

Posted by Onyx Lakra

Tech Support 00118 Communication Skills Newworking Firewall window systment Office 365 MS-Office

Chargebee is a PCI Level 1 certified recurring billing platform for subscription based SaaS and eCommerce businesses. Chargebee integrates with the leading payment gateways like Stripe, Braintree, PayPal etc. around the world to let you automate recurring payments. Being a customer solution engineer for Chargebee means working with customers from the get-go - understanding their pain points, offering business intelligence, and customizing Chargebee to suit their every need.

Basic coding knowledge is utterly required.

● Troubleshooting, resolving all technical issues related to our software and the range of products and services it provisions. ● Interacting with clients via. live chat, web based systems, online forums and telephone to resolve their problems and gather feedback. ● Testing & analysis of all products & services. ● Identifying any bugs/issues in the system and assisting in their resolution. ● Recording, tracking and reporting problem activity ● Building strategies to improve efficiency, profitability, and quality of service ● Reviewing existing product/feature documentation; publish documentation in internal knowledge. Detailed Requirements: ● Must be customer focused and willing to do whatever it takes to resolve the customer issue. ● Strong customer interaction skills and ability to work in a variety of customer situations. ● Outstanding written and verbal communication skills ● Ability to solve complex problems quickly, inventively and resourcefully. ● Good working knowledge of computers and the internet; strong ability to develop new skills. ● Should be able to provide project foresight in tracking, interpreting and resolving issues and aiding software implementation.

We are looking for candidate who would be responsible for the smooth running of our cloud based platform and ensuring customers get maximum benefits from them. Individual tasks vary depending on the size and structure, But may include: Bridge between operations team and technical team Managing Data uploads/ integrity and synchronisation for Clients Installing and configuring computer hardware operating systems and applications monitoring and maintaining cloud platform and networks Talking to tech support team and clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues; Troubleshooting system and network problems and diagnosing and solving hardware or software faults; Providing support, including procedural documentation and relevant reports; Following standard operating procedures to repair a fault or set up a System; Supporting the roll-out of new applications; Setting up new users' accounts and profiles and dealing with password issues; Prioritising and managing many open cases at one time; Testing and evaluating new technology

Job Responsibilities: Responsible for providing assistance to end-users who’re using our products (Online Platform) Catering to queries related to platform Taking care of users Onboarding process Skill Set Required: Good communication skills Good Technical Skill (for using online platform) Graduate Good analytical and problem solving skills Good interpersonal and customer care skills

KEY RESPONSIBILITIES: Be responsible for managing support tickets and deliver above-and-beyond support through email, phone and chat. Escalate issues if necessary and work closely with our engineering team to resolve those issues. Provide customer feedback to the product management team and help them in discovering insights for the product roadmap. Assist our sales stalwarts in converting prospects to customers. Constantly work towards streamlining the support process by analyzing support requests and publishing solutions as blog posts, forums and FAQs. Cultivate and sustain an in-depth knowledge of Chargebee’s products and services. Stay active in support forums and discussions. Welcome customers, encourage participation and gradually build a valuable support community.

We are looking for System Support Engineers in prior experience of network and infrastructure management. Experience of working on AWS and VMWare is added advantage apart from knowledge on Network Monitoring tools.

Customer Success Champion would be responsible for talking to the customers and helping them with their queries regarding our software product. Responding to and Answering Calls, Emails and Web Tickets of end users in a cordial, professional manner Logging Tickets (Incident / Service Request / Information Query) for every user interaction handled Providing first level support on our services via remote desktop calls if required Route/Assign tickets to the appropriate support group, if necessary. Identifying and escalating high-severity, priority issues Updating Pending Tickets with timely, precise, accurate updates Following-up with end users, if necessary, for closure of pending tickets

We are having an opening for Technical support engineer: Requirement: Good experience in technical support. Good communication skill. Voice process. Rotational shift (including night shifts). Intro about YML: We're a company headquartered in San Francisco bay area (US) and also have a offices & employees in Bangalore and Europe. We work with fortune 500 companies directly to develop their mobile products and also have our own suite of mobile products. Apps developed by us have ranked in the top spot on the app store. One of the apps "Intro to Letters" was handpicked by "Steve Jobs" and featured in an Apple prime time commercial. We have a strong Technical and Management team having experience working at eBay, Google, Yahoo, Dell with Strong educational background from IIT, Stanford, Georgia, Purdue University. For more information you may check out our website at http://www.ymedialabs.com Y Media Labs Domlur Diamond Destrict